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Job Description
Service Desk Agent Proficient
Requirements:
Must have:
Over 1 year of experience in Workforce Management (WFM), preferably in contact centers with at least 12 employees
Experience using WFM software, scheduling, performance tracking, reporting
Ability to learn technical and analytical tools, high learning aptitude
Advanced Excel skills, formulas, pivot tables, graphing, data connections, macros
Strong written and oral communication skills
Strong knowledge of Windows Front-End environment, Windows 10
Strong knowledge of ticketing tools, Remedy, HP Service Manager, ServiceNow
Strong ITIL knowledge, Incident Management, Service Request, Problem Management, Change Management
Bachelor’s degree in Systems or Electrical Engineering, or over 1.5 years of relevant experience
Responsibilities:
Design customized schedules for accounts
Design ideal schedules to ensure proper agent coverage
Optimize workforce to meet performance targets and metrics
Forecast workload to provide visibility into upcoming periods
Create plans to establish schedules or improve account performance
Evaluate staff coverage and resource allocation
Maximize time usage and available resources
Deliver performance reports for internal stakeholders
Work inside and outside the eWFM tool to support operations
Create and lead root cause analysis (RCA)
Implement process improvement projects
Train new support agents
Follow up on career development plans
Follow up on backlog reports
Required Languages
Fluent Advanced English 96-100%
Location
Bogotá and surroundings (Hybrid), Rest of Colombia (Remote)